AccountId: 011433970860
ContactId: efc92d2a-4a44-461e-a51d-0f15bf747f7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221070 ms
Total Talk Time (AGENT): 102304 ms
Total Talk Time (CUSTOMER): 81073 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/efc92d2a-4a44-461e-a51d-0f15bf747f7c_20250131T14:20_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. My name is [PII]. I'm calling from Barnabas Behavioral Healthcare, and I need to verify eligibility for a patient for mental health benefits.
[AGENT][NEUTRAL] OK, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm gonna give you my cell phone it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, I believe so. It's 02550402.
[AGENT][POSITIVE] Thank you. Hold on one.
[CUSTOMER][POSITIVE] And I also have like, OK, perfect. Sorry, I didn't mean to interrupt you, sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's, that's OK. I was just gonna pull the policy up.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII]. And you are wanting mental health benefits?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am. Psychotherapy and medication management.
[AGENT][NEUTRAL] OK, um, let me get you to that department and I'll let someone give you those benefits, OK?
[CUSTOMER][POSITIVE] Perfect. Do you have a specific number for um that department or just call this one and do the same?
[AGENT][NEUTRAL] It's the same number, but you, I think it's either 3 or 4 for this product.
[CUSTOMER][POSITIVE] OK honey thank you so much I appreciate it.
[AGENT][NEUTRAL] I think one.
[AGENT][NEUTRAL] One for dental, 2 for midlink, and I think it's either 3 or 4 for um hospital indemnity is what this policy is.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You have a good day.
[CUSTOMER][POSITIVE] Thank you you too, hon.
[AGENT][NEUTRAL] Mhm. Papa.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[AGENT][NEUTRAL] Hey, [PII]. I have a provider on the phone that wants mental health and psychotherapy benefits on HR.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, and I'm not sure what that is for mental health on the HI.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] OK, can I have the policy number please?
[AGENT][NEUTRAL] It is 02550402.
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Her phone number is [PII].
[CUSTOMER][NEUTRAL] OK, and has the patient uh information been verified?
[AGENT][NEUTRAL] Yes. Mhm. Yeah, I always verify everything before I even talk to him.
[CUSTOMER][NEUTRAL] And it looks like it's for uh wait I must have the wrong number [PII] sorry.
[AGENT][NEUTRAL] On [PII]. Yeah, it is too early. I've already had 3 calls already this morning, so they got me going.
[CUSTOMER][NEUTRAL] It's early. [PII] got it.
[CUSTOMER][NEUTRAL] Yeah, I hear that. OK.
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] All right, you're so welcome have a great day.
[AGENT][NEUTRAL] Mhm. Bye-bye. You too. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye.